As businesses accelerate digital transformation, a hidden challenge-digital friction-is emerging as a major productivity drain. Defined as the accumulation of small IT issues like sluggish apps or frozen screens, digital friction can cost employees over 140 hours annually. A joint study by TeamViewer and Bloomberg Media reveals that 76% of companies have increased their digital transformation budgets, yet 71% still struggle with data silos, limiting tool interoperability and performance.
- Nearly half of employees lose 1–5 hours per week to tech issues; 69% say it’s caused them to miss deadlines.
- DEX platforms rising: Digital Employee Experience (DEX) tools are gaining traction for enabling real-time visibility, automated diagnostics, and faster resolution.
- AI improves IT agility: TeamViewer Intelligence uses AI agents to generate session summaries, offer real-time IT assistance, and automate fixes.
- Customer success: RLI Insurance reduced troubleshooting time by 30 minutes per incident with TeamViewer DEX. Bühler Group centralized global support using TeamViewer Tensor, strengthening both efficiency and cybersecurity.
These tools are reshaping how IT operates. Rather than waiting for user-reported issues, AI-powered DEX platforms allow IT teams to detect anomalies early, trace root causes, and resolve them automatically. This shift is not just improving system reliability but also enhancing the overall employee experience.
By integrating AI and automation into IT workflows, organizations can minimize digital friction, improve operational efficiency. Along with ensuring their technology investments deliver measurable business value. The future of work depends on seamless digital experiences-and AI Agents are key to making that vision a reality.
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About The Author
CEO & Founder, Eastgate Software
Ha Bui is the CEO and Founder of Eastgate Software. Since 2014, he has led the company's 12+ year engineering partnerships with Siemens Mobility and Yunex Traffic, building a 200+ engineer organization that delivers mission-critical ITS, FinTech, and enterprise software to German engineering standards.
